To: June Lau, Accountant
From: Sandy Or, Administrator for Exhibitions International
Date: 14/3/2011
Subject: Handling the complaint
Hi June,
How are you? Recently, there was a customer writing to me to complain about difficulty in online registration, overcrowding in venue and the lack of leaflets.
Firstly, the customer said that the facility was totally unworkable to register online and he needed to register it by faxing. Second, he complained that the space of venue was seriously overcrowding because it opened to be registered by the public. Third, he told us that he could not take the leaflets from the exhibition event.
As I do not have much experience in dealing with complaints, would you please give me some help to answer this customer to retain our goodwill? Thank you very much!
Best wishes,
Sandy Or
To: Ms Anne Kong, the Director of Exhibition Services
From: Mr Terry Kwok, Administrator for Exhibitions International
Date: 15/3/2011
Subject: Request approval for implementing suggestions
Dear Ms Kong,
I am writing to request your approval for implementing my suggestions upon a recent complaint case.
According to the complaint letter from Mr Leung, there are several problem listed as following:
1. Online registration
The customer complained that the online registration was unworkable and he could not make the application successfully.
This is probably due to the low server capacity of the online registration system where it does not allow too many people to register at the same time. In order to deal with this, it is suggested that we update the current server as soon as possible.
2. Overcrowding in venue
Besides, the customer also complained that the venue was overcrowded. This is because we were too late to book a larger venue. To prevent the same case from happening again, I propose to book the venue much early in the next time.
3. Lack of Leaflets
Lastly, the customer found that there was insufficient leaflets in the venue. This is because the event was more popular than our expectation. In addition, we are concerned a lot about the environmental protection, so we did not print many leaflets for the exhibition. Regarding to such a problem, I suggest sending the leaflets in electronic version so that every customer will have a leaflet before the exhibition.
I hope you can have a review on the above issues and approve my suggestions. Furthermore, I suggest giving compensation to the customer and I am looking for your permission.
Best wishes,
Terry Kwok
Dear Mr. Leung,
Thank you for your letter and bringing this matter to our attention. Having
checked the matters you have mentioned, we are sorry that we spoiled your
enjoyment in the exhibition.
The on-line registration facility not working was the problem of low server
capacity. We will update the current server as soon as possible to advoid the
system jam in high traffic.
It is observed that the venue was overcrowded. This is because We book our
venue too late but we did our best to book a most prestigius hotel. We promise
we will book venue earlier to satisfy all vistors.
It is also known that there was insufficient leaflets. The cause of the mistake
was we underestimate the number of vistors and there was a environmental
concern.
We must apologise for the unconvenient we brough to you. The hardcopy of
leaflets and the tickets of coming event were sent to you and you will receive
it very soon.
To: June Lau, Accountant
From: Sandy Or, Administrator for Exhibitions International
Date: 14/3/2011
Subject: Handling the complaint
Hi June,
How are you? Recently, there was a customer writing to me to complain about difficulty in online registration, overcrowding in venue and the lack of leaflets.
Firstly, the customer said that the facility was totally unworkable to register online and he needed to register it by faxing. Second, he complained that the space of venue was seriously overcrowding because it opened to be registered by the public. Third, he told us that he could not take the leaflets from the exhibition event.
As I do not have much experience in dealing with complaints, would you please give me some help to answer this customer to retain our goodwill? Thank you very much!
Best wishes,
Sandy Or
To: Ms Anne Kong, the Director of Exhibition Services
From: Mr Terry Kwok, Administrator for Exhibitions International
Date: 15/3/2011
Subject: Request approval for implementing suggestions
Dear Ms Kong,
I am writing to request your approval for implementing my suggestions upon a recent complaint case.
According to the complaint letter from Mr Leung, there are several problem listed as following:
1. Online registration
The customer complained that the online registration was unworkable and he could not make the application successfully.
This is probably due to the low server capacity of the online registration system where it does not allow too many people to register at the same time. In order to deal with this, it is suggested that we update the current server as soon as possible.
2. Overcrowding in venue
Besides, the customer also complained that the venue was overcrowded. This is because we were too late to book a larger venue. To prevent the same case from happening again, I propose to book the venue much early in the next time.
3. Lack of Leaflets
Lastly, the customer found that there was insufficient leaflets in the venue. This is because the event was more popular than our expectation. In addition, we are concerned a lot about the environmental protection, so we did not print many leaflets for the exhibition. Regarding to such a problem, I suggest sending the leaflets in electronic version so that every customer will have a leaflet before the exhibition.
I hope you can have a review on the above issues and approve my suggestions. Furthermore, I suggest giving compensation to the customer and I am looking for your permission.
Best wishes,
Terry Kwok
Dear Mr. Leung,
Thank you for your letter and bringing this matter to our attention. Having
checked the matters you have mentioned, we are sorry that we spoiled your
enjoyment in the exhibition.
The on-line registration facility not working was the problem of low server
capacity. We will update the current server as soon as possible to advoid the
system jam in high traffic.
It is observed that the venue was overcrowded. This is because We book our
venue too late but we did our best to book a most prestigius hotel. We promise
we will book venue earlier to satisfy all vistors.
It is also known that there was insufficient leaflets. The cause of the mistake
was we underestimate the number of vistors and there was a environmental
concern.
We must apologise for the unconvenient we brough to you. The hardcopy of
leaflets and the tickets of coming event were sent to you and you will receive
it very soon.
Yours faithfully
Red Tse